Application Support Analyst, DEX

Join TeamViewer, the leader in remote connectivity software. We harness the potential of cutting-edge technologies such as Augmented Reality and Artificial Intelligence to push the boundaries of innovation and shape the future of digitalization.

Our team of more than 1,500 employees spans different continents, cultures and disciplines. With our inclusive values, we celebrate the unique perspectives and talents each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Become part of our winning team and help us create a world that works better.

Main purpose of Role/ Position Summary:

TeamViewer DEX is looking for a passionate Application Support Engineer to join our world class global software support team operating out of UK, US and India to deliver excellent customer and technical service experience to TeamViewer DEX customers, TeamViewer DEX partners and TeamViewer DEX technical community. We are looking for someone who can self-learn and absorb our training courses quickly, is well versed with SaaS , be creative and adapt to changing processes, show excellence and pride in all aspects of work.

Job Responsibilities (detailed):

1. Technical support for TeamViewer DEX’s customers for all TeamViewer DEX Applications.

2. Collect all necessary information and logs to help identify the root cause.

3. Respond to incidents raised by email, telephone, or through TeamViewer DEX’s dedicated customer support portal on round the clock basis (Shifts)

4. Resolve all incidents within the allocated SLA

5. Resolve incident from investigation or escalate to third line support

6. Keep communication flowing between TeamViewer DEX and our customers throughout the incident lifecycle

7. Manage timely resolution of critical incidents

8. Contributing to the TeamViewer DEX Support Knowledge Base

9. Technical knowledge of current and future TeamViewer DEX products and technologies is essential to maintain a good working knowledge of TeamViewer DEX products and solutions. Full training and certification is provided, with regular and ongoing updates.

10. Notifying our customers of product release times, hotfixes and updates helps keep our customers TeamViewer DEX Solutions investment patched and current.

Essential Skills/Qualifications

• Basic understanding and troubleshooting in IIS
• Knowledge of Microsoft Azure technologies
• Knowledge in Windows Server Enterprise environments
• Knowledge in Microsoft Endpoint Configuration Manager (MECM)
• Scripting basics i.e Powershell, SQL, VBS
• Experience in third party troubleshooting tools for example (Wireshark, Fiddler NetMon, PSExec)
• Experience of networks and troubleshooting across them
• Top level customer communications

TeamViewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported. We C-A-R-E and understand that our diverse, values-driven culture makes us stronger. As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally. We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.